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Stefanini Tech Team - Help Desk to Service Desk

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IT Service and Support
IT Service and Support

The document discusses how to successfully transform a local IT helpdesk into a global service desk by focusing on four key concepts: understanding differences between help desks and service desks; integrating deskside technicians; using processes and tools to enable issues to be resolved at lower levels ("shift left"); and using remote monitoring and diagnostic tools. A case study example of transforming a company's helpdesk is also provided.

TechnologyBusiness
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Global IT Helpdesk Transformation Jerry McElhone Global Business Unit Leader Scott Kessler Solutions Architect HDI Motown Chapter October 14, 2011
Answers First ,[object Object],[object Object],[object Object],[object Object],[object Object]
Agenda ,[object Object],[object Object],[object Object],[object Object]
ITIL Service Desk Defined Service Desk ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],User User User
Help Desk vs Service Desk ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Help Desk Service Desk TRANSFORMATION Reactive - > - > - > - > - > Proactive
Global Service Desk Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Basic Tools for a Successful Service Desk ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Configuration Management Knowledge Management Incident Management Problem Management Access Management Service Level Management Request Management Service Desk Change Management
Transforming Helpdesk to Service Desk ,[object Object],TechTeam Proprietary and Confidential ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Continuous Improvement Recommended ITSM Operational Model
What is your Service Desk (or ITIL) Maturity Level? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Service Desk Implementation Success Criteria ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Agenda ,[object Object],[object Object],[object Object],[object Object]
Integration with Deskside Technicians ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Agenda ,[object Object],[object Object],[object Object],[object Object]
“ Shift Left” ,[object Object],[object Object],[object Object],[object Object],[object Object]
Shift Left Transformation Process ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Agenda ,[object Object],[object Object],[object Object],[object Object]
RIM as an enabler to the Service Desk & Shift Left ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Example ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Summary ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object]
[object Object]
Integrated LEAN IT and ITIL ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],James P. Womack, Daniel T. Jones, “LEAN Thinking," Free Press 1996, 2003. ,[object Object],[object Object],[object Object],[object Object],[object Object],Business Value Remove Waste Standards Continual Improvement Metrics Best Practices People Automate Recommended IT Service Management Operational Model
Methodology ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Assessment Deliverables ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],ANALYSIS RECOMMENDATIONS IMPLEMENTATION ROADMAP
ITIL Process Maturity Initial Repeatable Defined Managed Optimized ( Ad Hoc/ Chaotic ) Some informal, few formal processes in place (Intuitive) Processes rudimentary defined, not consistently documented nor executed, substantial amount of circumvention (Qualitative) Policies, Processes defined and consistently documented, ownership and roles established, limited circumvention (Quantitative) Processes consistently documented and executed; ownership, roles and metrics established (Continuous Feedback) Interfaces, metrics, roles established, documented, adherence enforced and constantly managed by owners Client
Service Desk Assessment ,[object Object],Benchmark Source: itsmf 2011 Assessment Sections Section 1: Prerequisites 1.5: Management Intent 2: Process Capability 2.5: Internal Integration 3: Products 3.5: Quality Control 4: Management Information 4.5: External Integration 5: Customer Interface Passmark Manufacturing Average Client

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Stefanini Tech Team - Help Desk to Service Desk

  • 1. Global IT Helpdesk Transformation Jerry McElhone Global Business Unit Leader Scott Kessler Solutions Architect HDI Motown Chapter October 14, 2011
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  • 25. ITIL Process Maturity Initial Repeatable Defined Managed Optimized ( Ad Hoc/ Chaotic ) Some informal, few formal processes in place (Intuitive) Processes rudimentary defined, not consistently documented nor executed, substantial amount of circumvention (Qualitative) Policies, Processes defined and consistently documented, ownership and roles established, limited circumvention (Quantitative) Processes consistently documented and executed; ownership, roles and metrics established (Continuous Feedback) Interfaces, metrics, roles established, documented, adherence enforced and constantly managed by owners Client
  • 26.

Editor's Notes

  1. Call Center – call logging and dispatch calls Unskilled – some troubleshooting and escalation and provide feedback to users Skilled – more highly trained with suffiecient tools and permissions to handle the majority of calls at first level; follow full incident managmenent process’ understands the business goals and customer needs Next slides will touch upon how the service desk should be organized operationally; no one solution fits all organizations – need to look at languages, locations (hours of service), costs – we will look at each company individually – here are a few examples